Personal Selling
Exam Answer Key
Course Introduction
Personal Selling is a comprehensive course that explores the principles, techniques, and strategies essential for effective face-to-face sales interactions. Students will learn the fundamentals of the sales process, including prospecting, needs assessment, presentation, handling objections, closing, and follow-up. Emphasis is placed on developing strong communication, interpersonal, and persuasion skills to build customer relationships and deliver value-based solutions. Through case studies, role-playing, and real-world scenarios, the course prepares students to succeed in dynamic sales environments and adapt to the evolving expectations of business-to-business and business-to-consumer markets.
Recommended Textbook
SELL 2 Canadian 2nd Edition by Thomas N. Ingram
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11 Chapters
1323 Verified Questions
1323 Flashcards
Source URL: https://quizplus.com/study-set/1200 Page 2
Chapter 1: Overview of Personal Selling
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111 Verified Questions
111 Flashcards
Source URL: https://quizplus.com/quiz/23739
Sample Questions
Q1) Stimulus-response selling is most effective in situations involving important purchase decisions and when time is not critical.
A)True
B)False
Answer: False
Q2) Strategic problem-solving is a skill required in trust-based relationship selling but not in transaction-focused traditional selling.
A)True
B)False
Answer: True
Q3) According to the textbook, in considering the responsibility for revenue production, who usually feels the brunt of the pressure along with the salespeople?
A) the firm's stockholders
B) the firm's production staff
C) the firm's management staff
D) the firm's financial staff
Answer: C
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Page 3
Chapter 2: Building Trust and Sales Ethics
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113 Verified Questions
113 Flashcards
Source URL: https://quizplus.com/quiz/23740
Sample Questions
Q1) Trust in a selling relationship can mean different things to different people.
A)True
B)False
Answer: True
Q2) Which statement best describes a key difference between traditional sales tactics and today's trust-based relationship selling methods?
A) In trust-based relationship selling, dependability takes on greater importance.
B) Traditional selling tactics focus more on logistical issues to demonstrate trust.
C) In trust-based relationship selling, the concept of trust is based on a larger set of factors.
D) Traditional selling tactics require higher levels of trust to be successful.
Answer: C
Q3) Likeability and compatibility are important factors for salespeople attempting to build relationships with key gatekeepers at their customers' companies.
A)True
B)False
Answer: True
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Chapter 3: Understanding Buyers
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134 Verified Questions
134 Flashcards
Source URL: https://quizplus.com/quiz/23741
Sample Questions
Q1) As buyers are increasingly facing information overload, salespeople should ensure information is streamlined and personalized.
A)True
B)False
Answer: True
Q2) At the end of the sales visit, Danica's customer said to her, "We need to raise our profile within the industry with respect to the quality of suppliers we choose to do business with." Which type of buyer needs was the customer expressing?
A) knowledge
B) functional
C) social
D) psychological
Answer: C
Q3) Salespeople add value by helping buyers to recognize when a gap exists between their actual state and desired state.
A)True
B)False
Answer: False
To view all questions and flashcards with answers, click on the resource link above. Page 5
Chapter 4: Communication Skills
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148 Verified Questions
148 Flashcards
Source URL: https://quizplus.com/quiz/23742
Sample Questions
Q1) According to the textbook, what is the purpose of trust-based sales communication?
A) to seek the buyer's agreement
B) to seek the buyer's commitment
C) to obtain an order from the buyer
D) to seek common understanding between the buyer and seller
Q2) How a person sits in a chair is a form of nonverbal communication.
A)True
B)False
Q3) Which type of SPIN question is, "How would a faster piece of equipment improve productivity and profits?"
A) situation
B) problem
C) implication
D) need-payoff
Q4) Which type of SPIN question is, "Who is involved in the purchasing decision?"
A) situation
B) problem
C) implication
D) need-payoff
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Chapter 5: Strategic Prospecting and Preparing for Sales Dialogue
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96 Verified Questions
96 Flashcards
Source URL: https://quizplus.com/quiz/23743
Sample Questions
Q1) Once a prospect has been identified, a salesperson should attempt to make contact as soon as possible so that the lead does not go cold.
A)True
B)False
Q2) Natalie has been a salesperson for the past two years. Although prospecting is a big part of her job, she is not sure how well her prospecting methods are working. What should she develop?
A) a referral list
B) a tracking system
C) a list of lead generation methods
D) a list of prospecting methods
Q3) When dealing with buying teams, the salesperson should attempt to identify the amount of influence each member exerts.
A)True
B)False
Q4) Many organizations use both inbound and outbound telemarketing to generate leads.
A)True
B)False
7
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Chapter 6: Planning Sales Dialogues and Presentations
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101 Verified Questions
101 Flashcards
Source URL: https://quizplus.com/quiz/23744
Sample Questions
Q1) According to the textbook, what is risked by a salesperson who attempts to make a sales presentation before building a foundation through sales dialogue?
A) focusing on the wrong things in the presentation
B) being perceived as noncustomer-oriented and overly aggressive
C) spending too much time on relationship building and not enough on selling the product
D) putting too much attention on the price of the solution before full value is built in the customer's mind
Q2) In order to complete a sales dialogue planning template, a salesperson will need to identify his or her prospect's current suppliers.
A)True
B)False
Q3) Features address rational buying motives and benefits address emotional buying motives.
A)True
B)False
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8
Chapter 7: Sales Dialogue
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109 Verified Questions
109 Flashcards
Source URL: https://quizplus.com/quiz/23745
Sample Questions
Q1) When using electronic materials as visual sales aids, a salesperson should be cautious to prevent the presentation from taking over the sales dialogue.
A)True
B)False
Q2) When following the SPES Sequence, the third step is to emphasize the sales aid.
A)True
B)False
Q3) When it comes to voice characteristics, the louder the message is delivered, the better it will be understood.
A)True
B)False
Q4) To keep a sales presentation fresh and exciting, a salesperson should avoid practising it before presenting to the prospective buyer.
A)True
B)False
Q5) Sometimes salespeople do not focus on the confirmed benefits of the buyer.
A)True
B)False
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Chapter 8: Addressing Concerns and Earning Commitment
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105 Verified Questions
105 Flashcards
Source URL: https://quizplus.com/quiz/23746
Sample Questions
Q1) According to the textbook, what is the term for a selling technique in which the salesperson asks the prospect to select from two or more choices during a sales presentation?
A) direct commitment
B) summary commitment
C) assumptive close
D) alternative or legitimate choice
Q2) Which acronym represents the process for handling objections?
A) ADAPT
B) LAARC
C) SPIN
D) CRM
Q3) Mitchell received an objection regarding the expected performance of his product. He acknowledged that he was aware of the concern and agreed that it was an important issue to the buyer. Using the process recommended in the textbook for negotiating buyer resistance, what should he do next?
A) ask assessment questions to better understand the buyer's situation
B) clarify exactly what reasons the buyer has for believing this information
C) respond to the issue directly by citing objective third-party statistics
D) anticipate how the prospect will react to being proven incorrect
To view all questions and flashcards with answers, click on the resource link above. Page 10
Chapter 9: Expanding Customer Relationships
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107 Verified Questions
107 Flashcards
Source URL: https://quizplus.com/quiz/23747
Sample Questions
Q1) Invoice error is a typical customer complaint.
A)True
B)False
Q2) What is the most immediate, convenient, and personal method of providing useful information when following up with customers?
A) a text message
B) a telephone call
C) an email
D) a handwritten note
Q3) How does the textbook define the process of converting new customers into lifetime customers by continually adding value to the product?
A) building goodwill
B) customer extraction
C) value substitution
D) customer conversion
Q4) Routine follow-up with customers is important to building successful long-term relationships.
A)True
B)False
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Chapter 10: Adding Value
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124 Verified Questions
124 Flashcards
Source URL: https://quizplus.com/quiz/23748
Sample Questions
Q1) It is essential that students wishing to pursue a career in professional selling be familiar with the various types of selling technology.
A)True
B)False
Q2) Once salespeople are fully trained, they rarely need to "team up" with anyone from inside the company.
A)True
B)False
Q3) The primary benefit of most selling technology and automation is improved access to information and communications for salespeople.
A)True
B)False
Q4) According to the textbook, what is the last stage of self-leadership?
A) territory analysis and account classification
B) development and implementation of strategies and plans
C) tapping technology and automation
D) assessment and evaluation
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Chapter 11: Sales Management and Sales 20
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175 Verified Questions
175 Flashcards
Source URL: https://quizplus.com/quiz/23749
Sample Questions
Q1) According to the textbook, which activities influence others to achieve shared goals that advance the organization?
A) sales leadership
B) sales management
C) sales supervision
D) sales motivation
Q2) Manufacturer representatives are employees of the company that manufactures the products they sell.
A)True
B)False
Q3) According to a recent survey, what percentage of companies indicate that they use some form of cloud computing?
A) 75 percent
B) 30 percent
C) 10 percent
D) 100 percent
Q4) CRM applications have evolved from large software installations.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 13